Customer Services

Delivery Policy :

We ensure our deliveries via DHL which guarantees an optimal quality of service. The delivery of your order is done within 1 to 2 working days, if you place your order before 3 pm. In periods of high traffic on the site or during commercial operations such as sales or holiday periods, shipping and delivery times may be extended.

The shipping costs are automatically calculated during the validation of your order. In addition, orders are sent to the address indicated during the ordering process. A tracking number will be sent to you by email and will be directly accessible from your customer area. In case of abnormal delays, please contact us at the following email address: Pick up in store is also available and can be done the same day.

Delivery service providers

Home delivery : DHL Express

Delivery times may vary depending on the destination :

  • Metropolitan France: 24/48H
  • Europe : 48/72H
  • Rest of the world: 3 to 7 days

These times are given as an indication and in working days.

Delivery costs

  • France : 10,00 €
  • Europe : 15,00 €
  • North America : 20,00 €
  • Asia : 25,00 €
  • Oceania : 25,00 €
  • Africa : 30,00 €
  • Central America : 30,00 €
  • West Indies : 30,00 €
  • South America : 30,00 €

International Customs Fees

For shipments outside the European Union, customs fees and/or duties may apply. This will be determined by the customs policy of your country. Graduate Store is not responsible for any additional charges incurred when importing goods into your country. Please contact your local customs office if you need additional information.

Free shipping :

We offer free shipping on orders over a certain amount (excluding promotional periods or commercial offers) :

France: 150,00 €
Worldwide : 300,00 €



Website name :
Full URL adress :


63 rue du Pas Saint Georges 33000 Bordeaux, France
Tel : 05 56 58 12 83

N° Siret : 519 567 705 R.C.S BORDEAUX
CODE NAF : 4771Z
VAT number : FR 39519567705

Website realisation

20 av. des Chevaliers Tireurs
73000 Chambéry
Tel : 04 79 33 50 82


Kaizen Developments
9 rue André Darbon
33 300 Bordeaux - France
Tel : 05 35 54 22 81



The seller is engaged in online commercial activities, and offers a service of selling products online via the website These general conditions (hereinafter referred to as "Terms and Conditions") are exclusively for individual buyers and consumers (non professional).


Terms used in the Terms and Conditions have the following meanings:
Buyer: individual acquiring products via the internet site
Seller: Company Ltd. The Graduate Store SARL, 63 rue du Pas Saint Georges 33000 Bordeaux, France, +33(0)556581283,
N°siret: 519 567 705 R.C.S BORDEAUX; NAF: 4771Z ; VAT: FR 39519567705


The Terms and Conditions are intended to define the rights and obligations of the seller and the buyer in connection with the sale of products through the website.


The Agreement applies to all sales of products by the seller to the buyer, via the internet site. Graduate reserves the right to adapt or modify at any time the present general conditions of sale. If changed, the Terms and Conditions applicable to each order are the ones in place on the day of the order.
An order will be taken into account by the Seller after only after acceptance of the Terms and Conditions by the Buyer.


The buyer orders through the site.
All contractual information is presented in French and English and will be subject to confirmation the latest at the time of delivery.

Article 4.1: Orders Validation

The buyer declares he took note of Terms and Conditions prior to the order and acknowledges that validation of its command implies acceptance of the Terms and Conditions.
The Purchaser further recognizes that Terms and Conditions are placed at his disposal in a manner that allows their conservation and reproduction, in accordance with the Article 1369-4 of the Civil Code.
To pass the Order, the buyer shall provide the seller data and information, and complete an online form accessible from the site.
Until the final step, the buyer will have the opportunity to return to previous pages, correct and amend its order and the information provided in advance.
An e-mail confirmation, acknowledging receipt of the order and covering all of this information will then be sent to the buyer as soon as possible. The buyer must therefore provide a valid e-mail address when filling out the fields relating to his identity.

4.2 Validity of the offer - Unavailability of products

Offers submitted by the seller on the site are valid as long as they are visible on the site, within the limits of available stocks.
Pictures and descriptions of the products are only indications, and will undergo minor modifications without the seller’s liability being incurred, or without the validity of the sale being disputed.
Upon receipt of your order, we check the availability of the product (s) ordered.
In the event of a product ordered by the buyer being unavailable, the seller agrees to inform the buyer by email when knowledge of such unavailability.
In the event of unavailability, we commit to exchange or refund the order within 30 days.
If running out on one of the products of your order:
We ship the rest of your order.


Prices of the products listed on the site’s pages is tax included and except the logistic costs of preparing and shipping.
The Seller reserves the right to change prices of products featuring on the Website.
However, products will be billed to the buyer on the basis of the rates in effect at the time of order validation. Possible customs fees are to be expected depending on the destination country, and will be the responsibility of the buyer when withdrawing the item from the sale.

Article 5.1 Forms of payment

Payment of the order will be:
- By credit card: the payment is made by secured bank server at the time of ordering. This means that none of your information transits via the site. Payment by credit card is therefore totally secure; personal information transmitted from the site to the treatment center is subject to a protection and SSL encryption (Secure Socket Layers); your order will be registered and validated after acceptance of payment by the bank.
Payment by credit card cannot be cancelled. Therefore, payment of the order by the buyer shall be irrevocable, without prejudice to the buyer to exercise its right of withdrawal or cancellation after the order.
Article 5.2 Transfer of ownership

Transfer of ownership to the buyer only takes place at complete cashing of the product price by the seller. But starting from the reception of the order by the customer, the risks associated to the delivered goods are transferred to the buyer.

Article 5.3 Payment Default

The Graduate Store SARL reserves the right to refuse to make a delivery or to honor an order from a consumer who has not paid wholly or partially a previous command, or has a litigious payment in process.


Graduate is bound by contract with DHL. All packages are shipped via their services.
Shipping costs are calculated according to the destination, it is automatically added when validating your shopping cart, and included in the total price to pay for your order.
The product will be delivered to the address provided by the buyer in the order form.
All the announced delays for delivery are calculated in working days.
Seller agrees to complete the Order within thirty days from the day following the Order validation.
Exceeding the shipping delay may result in a cancellation of the order as long as the order is not shipped from ourshop. To do so, simply contact our Customer Service. In case you receive the package: refuse it and ask for a refund of your order from our Customer Service. As soon as we have confirmation that your package is returned, we will refund within 15 days.
The delays are average delays and correspond to the processing, preparation and shipping time. They run from the checkout.
At this time, you must add the shipping time of postal services.
The products always travel at the risks of buyer. In the event of delay, damage or lack of product, you should complain against the shipping company or to make the necessary reserves to allow such remedies.
If the product is delivered after cancellation of the order, reimbursement will take place, immediately upon receipt by the seller of the product in its original condition.
Return of the product and refund to the buyer will be held under the conditions provided below in section 7 "Cancellation - Withdrawal - Refund". Shipping orders to countries that do not benefit from trade agreements with France and that are subject to customs duties will be fully borne by customers, and must be taken into account with the concerned carriers.


Article 7.1 Rights of return

Procedure and general conditions
In an objective of identification and thus optimizing the process of return, all products that need to be returned must be the object of a return request to our services, otherwise return shall be denied. The time allotted for you to contact our customer service depends on the reason for return. The request for return must be made to our customer service A confirmation acknowledging receipt of this request will be sent back via e-mail.
Upon receipt of our agreement, you have 14 days to return the product. After this period, your return will be rejected.
We suggest you make the return by tracked Colissimo. Otherwise, if the package is sent by you, and gets lost on the way back to our services, we would not be able to complain against the postal services and urge them to locate it. Please note that all packages not shipped by us are not under our responsibility. Only the sender of the package can complain against the postal services.
To process your request, please remember to give your order number and your personal details.

Note: Upon receipt, our services will monitor the compliance of the product returned and the reason for return. If the product is not returned conform, it will be rejected by our services and returned at your expense. If your return is made under the wrong reason, your product may be refused and returned at your expense. The reason for return may be requalified. Therefore, you will be notified by e-mail and processing of your return will be based on the new reason.

Article 7.2 Right of Return for Withdrawal

Following receipt of the products, the buyer has a period of 14 days enabling him, without having to give any reasons, to return the delivered product.

If the buyer uses this withdrawal right within 14 days after receipt of the products, the seller agrees to refund the buyer without delay and no later than thirty days from the date on which this right has been exercised.

CAUTION: No withdrawal will be accepted if the returned product is unfit for its resale. Therefore:
- The product must be returned in perfect condition, in its original packaging, undamaged, unmarked. The product must be accompanied by all its accessories.
Otherwise, the product will be returned to you at your expense.
The return postage will be borne by the buyer.
To exercise this right, the buyer must first contact our customer service A confirmation acknowledging receipt of this request will be sent back via e-mail.

Article 7.3 Returns for reference error

Terms of return
You have 15 days to notify us that the received product is not the ordered product: reference errors, size or color problems, features, entirely different product, defective product… so that our customer service assigns you an agreement number of return.
The product must be returned in good condition and in its original packaging, even if it was opened, with all its contents (accessories, cables, instructions).
To process your request correctly, please remember us your order number and your personal details.

Processing your return for reference errors.
After receipt and acceptance of your package by our services, depending on the nature of the product, available stocks, and according to your wish, we will offer you to send back the original product or an interchangeable product with equivalent characteristics. If you chose to be refunded, the amount of the entire order (product (s) + shipping charges if your order is composed of only one product) will be credited to the debited account within 15 days after acceptance of your return. If you had chosen the payment by check, the refund will be made by check.

Return charges
After having received and accepted your package upon presentation of proof of expenses incurred, our customer service will make the refund of the latter by sending a check or credit on your account.

Note: The amount of refund of this charge will be based on the general public rates in effect, provided by La Poste for Colissimo and UPS. The maximum amount of refund may not exceed 15 €.
The products & items from the "Soldes / Sale" Collection can't be exchanged or refunded.


Without prejudice to his withdraw right mentioned above, the buyer benefits the hidden defects guarantee on the product as specified in section 1641 of the Civil Code.
In addition, if the product received by the buyer is not in accordance with the designated product within its order, this product will be replaced or refunded, according to the wishes expressed by the buyer.


The seller’s responsibility is limited to direct and predictable damages which may result from the use by the buyer of the site and the delivered products.
Responsibility of the seller shall not be involved if the non-fulfilment or bad fulfilment of its obligations is attributable to the buyer, or to an unforeseeable and irresistible act from any third party not linked to the supply of provision planed in terms of conditions, or an unpredictable, compelling and outside case of « Force Majeure ».
Seller shall not incur liability for damages resulting from a fault of the buyer in connection with the use of the products.


All the published elements within the Site, such as sounds, images, photographs, videos, writing, animation, programming, graphic design, utilities, databases, software is protected by the clauses of the Intellectual Property Code and belong to the Seller.
The Buyer shall prohibit from infringing the intellectual property rights relating to these features, and in particular to reproduce, represent, modify, adapt, translate, to extract and / or reuse a qualitatively part or quantitatively substantial part, to the exclusion of necessary acts to their normal and true use.


The buyer is informed that during his navigation and in the context of the order, personal data about him are collected and processed by the seller.
This treatment is the subject to declaration at the Commission Nationale Informatique et Libertés pursuant to Act No. 78-17 of January 6th 1978.
The buyer is informed that his data:
-Are collected fairly and lawfully,
- Are collected for specified, explicit and legitimate purposes
- Will not be further processed in a incompatible way with those purposes
- Are appropriate, relevant and not excessive in relation to the purposes for which they are collected and their subsequent treatment
- Are accurate and complete
- Are preserved in a way permitting identification of concerned persons for a period that does not exceed the necessary time to the purpose for which they are collected and processed.

The seller is also obliged to take every precaution to safeguard the security of data, and in particular that they are distorted, damaged or that unauthorized parties have access to it.
These data are used for the treatment of the order as well as to improve and customize the services offered by the seller. They are not intended to be disclosed to third parties.

The buyer shall have the right to refuse that his personal data are subject to treatment, and that this data are used for prospecting purposes, including commercial purposes.

The buyer can question the seller in order to obtain confirmation that his personal data are or are not the subject of this treatment, information relating to treatment purposes, to the categories of personal data processed and to the receivers or categories of receivers to whom the data are disclosed, the communication of personal data regarding him as well as any available information as regards the origin of the latter.

The buyer may also require the seller to correct, complete, update, lock or delete personal data which would be inaccurate, incomplete, ambiguous, outdated, or whose collection, use, disclosure or Conservation is prohibited.

In order to exercise that right, buyer will send an email to the seller in its quality of responsible person for such issues, at the following address:


It is expressly agreed that the parties can communicate with each other electronically for the needs of Terms and Conditions, with the proviso that technical security measures intended to ensure the confidentiality of data exchanged are put in place.
Both parties agree that the exchanged e-mails between them prove legitimately the terms of their exchanges and, when appropriate, of their commitments, particularly regarding the transmission and acceptance of orders.


If a part of the Terms and Conditions appeared to be illegal or invalid, such invalidity would not lead to the nullity of the other clauses of these Terms and Conditions, unless those clauses present are by nature non dissociable with the invalidated stipulation.


The Terms of Conditions are ruled by the French law.


The parties agree that in case of a dispute that may arise concerning the implementation or interpretation of the terms of conditions, they should try to find a compromise.
In case of failure of this attempt of amicable resolution of the dispute, the latter shall be referred to the jurisdiction court.



If you have any enquiries, please feel free to contact us. We will answer questions regarding webstore orders and/or products as soon as possible.

CUSTOMER SERVICE HOURS : MONDAY to FRIDAY from 09:00 am - 06:00 pm

T : 09 53 76 71 40


If you have a question for one of our stores, get in touch with our floor teams directly.

SHOPS OPEN HOURS : MONDAY to SATURDAY from 10:30 am - 07:00 pm


63 rue du Pas-Saint-Georges



T : 05 56 58 12 83


62 rue du Pas-Saint-Georges



T : 05 57 83 11 74


06 rue de Loup



T : 09 62 51 72 55



The Buyer is hereby informed that, when browsing and within the framework of the Order, personal data concerning him/her is collected and processed by the Seller. This processing is subject to a declaration to the Commission Nationale Informatique et Libertés (CNIL) in accordance with law n°78-17 of January 6, 1978. The Buyer is informed that his data :
- are collected in a fair and lawful manner,
- are collected for specific, explicit and legitimate purposes
- will not be further processed in a manner incompatible with these purposes
- are adequate, relevant and not excessive in relation to the purposes for which they are collected and their subsequent processing
- are accurate and complete
- are kept in a form that allows the identification of the persons concerned for a period that does not exceed the period necessary for the purposes for which they are collected and processed.

The Vendor also undertakes to take all necessary precautions to ensure the security of the data, and in particular to prevent it from being distorted, damaged or accessed by unauthorized third parties. This data is used to process the Order and to improve and personalize the services offered by the Seller. It is not intended to be passed on to third parties. The Buyer has the right to object to the processing of personal data concerning him/her and to the use of such data for canvassing purposes, in particular for commercial purposes. The Buyer may question the Seller in order to obtain confirmation as to whether or not personal data concerning him/her are being processed, information concerning the purposes of the processing, the categories of personal data processed and the recipients or categories of recipients to whom the data are communicated, communication of the personal data concerning him/her as well as any available information as to the origin of the data. The Buyer may also require the Seller to rectify, complete, update, block or delete personal data concerning him/her that are inaccurate, incomplete, ambiguous, outdated, or whose collection, use, communication or storage is prohibited. In order to exercise this right, the Buyer shall send an e-mail to the Seller in its capacity as data controller, at the following address:


For a handing-over in the Store

  • You have a legal period of 14 calendar days, from the date of receipt, to return the item.
  • The return must be made to 63 rue du Pas Saint-Georges 33000 Bordeaux
  • The refund will be made by our web teams and will be made via the method of payment used
  • Your bank account will be credited within 3 to 5 working days
  • Exchange is possible

For a Return via the Website

  • You have a legal period of 14 calendar days, from the date of receipt, to return the item.
  • You can organize your return directly from your account and you will have the possibility to use different carriers.
  • The return costs are at your charge.
  • The exchange proposed from your customer area is possible within the limits of available stocks
  • To guarantee availability, we advise you to reorder the desired product or size as soon as possible. You will not be charged for shipping costs in case of exchange
  • All returned products must be in their original condition, unstained, unworn and unwashed. If the returned product(s) are not in their original condition, they will be returned directly to you at your expense
  • After receiving and inspecting your return, we will proceed with your exchange or refund via the payment method used
  • Your bank account will be credited within 3 to 5 working days.


The prices of the Products indicated on the pages of the Site correspond to the prices including all taxes and excluding participation in the costs of logistical preparation and shipping. The Seller reserves the right to modify the prices of the Products presented on the Site. However, the Products shall be invoiced to the Buyer on the basis of the prices in force at the time of validation of the Order. Any customs fees are to be expected depending on the country of destination, and will be charged to the Buyer at the time of collection.

Article 5.1 Terms of payment

The payment of the Order will be carried out: By credit card: the payment is made by secure bank server at the time of the order. This implies that no banking information concerning you transits via the site The payment by card is thus perfectly secure; the personal information transmitted from the site to the processing center is subject to protection and encryption by the SSL system (Secure Socket Layers); your order will thus be recorded and validated as soon as the payment is accepted by the bank. The payment order made by credit card cannot be cancelled. Consequently, the payment of the Order by the Buyer is irrevocable, without prejudice to the Buyer's right of withdrawal or cancellation of the Order at a later date.

Article 5.2 Transfer of ownership

The transfer of ownership of the Product to the Buyer shall not take place until full payment of the price has been received by the Seller. However, upon receipt of the Order by the Customer, the risks of the delivered goods shall pass to the Customer.

Article 5.3 Default of payment

Graduate reserves the right to refuse to make a delivery or to honour an order from a consumer who has not paid in full or in part for a previous order or with whom a payment dispute is being administered.

Article 5.4 Payment in several instalments with Alma

General conditions of use of Alma's payment facilities for the Customer

Words beginning with a capital letter in the general and special conditions have the following definitions:

Seller: Any legal entity selling goods or services.
Provider: Alma SAS, with a capital of 312 942,78 €, whose head office is located at 176 avenue Charles de Gaulle, 92200 Neuilly-sur-Seine, registered in the Nanterre Trade and Companies Register under the number 839 100 575.
Customer: natural person of legal age or legal entity paying for purchases from the Seller via the Provider's payment service.
Accepted Countries: List of countries from which the Customer's payment method must originate. Unless otherwise specified in the Special Conditions, this is only France.

Payment in several instalments" or "Deferred payment" are payment facilities granted by the Seller to the Customer allowing the payment of the order to be spread out in several instalments or to be deferred to a date after the order (2 times, 3 times, 4 times, D+15 or D+30 according to the Seller's choice). These payment facilities do not fall within the scope of the regulations on consumer credit (see Article L312-4 of the Consumer Code). The Service Provider shall provide technical support to the Seller and the Customer for the implementation and management of these payment facilities.

Access to the payment facility is reserved for individuals (natural persons of legal age) and professionals (legal entities) residing in an Accepted Country.

These persons must hold a Visa, Mastercard, American Express or Bank Card issued in an Accepted Country, or a bank account held by a bank domiciled in an Accepted Country and a telephone number in the same country as their card or bank account. In case of payment by card, the card must be valid for at least one month after the last due date of the payment facility.

Cards with systematic authorization, credit cards, prepaid cards, virtual cards or cards from a country not on the list of Accepted Countries are not accepted.

Access to the payment facility service is subject to the Provider's decision, which may deny the Customer access, in particular in case of suspected fraud or risk of non-payment.

The Service Provider may request more information from the Customer in order to authorize access to a payment facility. This request may concern the Customer's identity document or a request to access the Customer's bank account.

The Customer agrees that the Service Provider may debit the amounts due from the Customer's payment facilities on the dates specified in the payment receipt.

The Customer agrees that the claim that the Seller will have against him may be assigned to a third party.

The Customer shall materialize his request for access to the payment facility by clicking on the "Pay in instalments" (or "Pay in 2 instalments", "Pay in 3 instalments", "Pay in 4 instalments") or "Pay later" (or "Pay in 15 days" or "Pay in 30 days") button of the Provider. If necessary, the Customer may be asked to sign.

The Seller shall indicate its agreement to this payment facility by the message "Payment accepted" or "Accepted". The Customer's order is then validated and the payment facility takes effect immediately.

Withdrawal of the order
The individual Customer has a withdrawal period for his order with the Vendor as specified in the Vendor's General Terms and Conditions of Sale. If the Customer exercises this right and cancels the purchase, the payment facility shall be cancelled and all sums already paid to the Seller by the Customer shall be refunded.

Withdrawal from the payment facility
The Customer has a period of 14 calendar days from the date of the order to withdraw from the payment facility granted by the Seller and decide to pay cash, by contacting the Provider directly at

In the case of a withdrawal, the possible expenses paid by the Customer are refunded to him by the Seller (except expenses of return of the order). If the Customer fulfills the conditions of application of withdrawal described in the article L121-16-1 of the Commercial Code, the professional Customer also benefits from a right of withdrawal during a period of fourteen calendar days, according to the same modalities as for a private Customer.

If all or part of the order is cancelled in accordance with the Seller's general terms and conditions, the amount of the payment facility will be revised accordingly to bring it into line with the new amount due.

Where applicable (e.g. in the event of a total cancellation of the order), Seller shall refund Customer any overpayment.

In the event of non-payment by the Customer on the due date of an amount due, the Seller may terminate the payment facility offer made and demand immediate payment of the entire amount due.

Similarly, the Seller may terminate the offer in case of false declaration by the Customer (personal information, bank details). The immediate payment of the totality of the sum remaining due could then be required.

In the event of bank fraud, organized fraud or proven non-payment, the Provider may take the following actions

early debit of funds on all cards or payment means connected to the Customer;
freezing of the Customer's funds in order to proceed to the recovery of his default;
freezing of the Customer's funds in order to allow further investigations;
request cancellation of the sale from the Seller.
Funds, credit cards or any other means of payment are deemed to be 'connected' to a Customer when the Service Provider has sufficient evidence of a connection. In order to prove its good faith, the Service Provider shall document all the elements that allowed these connections, in particular in order to be able to produce them in court.

The freezing of funds is likely to be applied for a period of up to 180 days (particularly in the case of the use of falsified documents) in order to allow the Provider's teams to carry out the necessary investigations to establish the facts. At the end of this period, the funds will be refunded to the Client free of charge or retained to cover a default by the Client.

In order to facilitate and streamline exchanges, the Seller delegates the entire management of the payment facility (control, acceptance, debits, reimbursement, collection) to the Provider. The latter uses dematerialized communication media.

However, the Customer may receive these general and special terms and conditions on paper if he/she requests it from the Provider.

The Seller, the Customer and the Provider agree that the data, files, recordings or any operation received or stored on any computer medium of the Seller or the Provider, as well as any exchange between the Customer and the Seller or the Provider carried out by electronic or any other dematerialized means, constitute proof of the payment facility granted.

The Customer acknowledges that clicking on the "Pay in installments" or "Pay later" button, or signing on the Provider's interface, constitutes a full and complete commitment on his part. .

In the event of a delay in payment by the Customer, defined as a delay of more than 15 days on a due date, the Service Provider reserves the right to apply late payment penalties of an amount not exceeding 8% of the sums remaining due.

In case the Customer is a company, the minimum amount of the penalty is 40 € (fixed compensation for collection fees).

Please note: Alma will do its best to proceed to an amicable resolution of the payment defaults without application of these penalties, provided that the Customer fully cooperates in the process of resolving the outstanding amount.

For any questions relating to these terms and conditions, or in case of complaints, the Customer may contact the Provider at The Provider undertakes to provide an answer within 48 hours.

See our Privacy Policy and data management.